Note: The job is a remote job and is open to candidates in USA. Amazon Web Services (AWS) is seeking an experienced and strategic Sr. Manager to lead Worldwide Partner Led Customer Success within the AWS Specialists & Partners organization. The role involves defining the Partner Led Customer Success model, driving alignment across multiple AWS organizations, and leading a global team to ensure partners deliver measurable business outcomes for customers post-deployment.
Responsibilities
- Own the worldwide strategy for Partner Led Customer Success, defining how partners deliver measurable post-launch customer business outcomes across AWS services
- Scale the end-to-end BVR operating system: engagement lifecycle (nomination through case study publication), partner funding incentive model, BVR Competency, Partner Business Value Realization Academy, quality framework, and supporting tooling
- Design the strategy for future program expansion often requiring custom engagement and incentive models
- Make trade-off decisions on partner selection and prioritization, engagement quality triage, and custom incentive structures for large-scale deals
- Champion an AI-first approach, directing the team to build and deploy AI agents to automate operations and scale
- Drive alignment across multiple AWS organizations spanning partner management, product, finance, legal, and go-to-market teams to deliver a cohesive Partner Led Customer Success experience
- Engage directly with VP-level and Director-level stakeholders across the organization to shape partner post-sales investment strategy, program integration, and monetization models
- Partner with AWS account teams (Account Managers, Solutions Architects) and partner management teams to orchestrate customer-level and partner practice-level execution
- Collaborate with marketing and services leadership to amplify partner delivered outcomes and ensure partners have clear post-launch delivery pathways
- Represent AWS's Partner Led Customer Success vision externally at partner summits, executive roundtables, and industry events
- Lead, coach, and develop a globally distributed team of Partner Success Specialists (PSS) and a scale/program team spanning NAMER, EMEA, LATAM, and APJ
- Recruit, hire, and onboard top talent to scale the team as the program expands into new domains and partner types
- Drive team engagement, retention, and professional growth through mentorship, recognition, and career development
- Enable the team to build and leverage AI agents and automation as a core operating principle, not an afterthought
- Build and maintain executive relationships with strategic partners at the VP/CxO level, shaping their post-sales investment strategy and driving joint business outcomes
- Engage directly with customer executives to validate value realization outcomes and champion partner led success stories
- Make judgment calls on complex partner and customer situations, providing guidance when scope disputes or quality concerns arise
- Negotiate partner incentive levels, balancing engagement quality standards against speed-to-scale expectations from partners and internal stakeholders
- Drive pipeline and successful completion of BVR engagements through the team, ensuring partners deliver measurable, quantified customer business outcomes
- Drive partner onboarding to BVR, competency attainment, and published case studies that fuel industry-specific replication
- Implement and maintain rigorous pipeline management, ensuring accurate forecasting and reporting on partner led customer engagements globally
- Create a direct feedback loop between partner field experience and AWS product teams, surfacing product gaps, filing PFRs, and driving resolution with service teams (in collaboration with the go-to-market teams)
- Track and report on incremental consumption, adoption growth rates, and revenue attribution to demonstrate program impact at executive levels
- Operate in significant ambiguity, evolving standards, methodologies, and mechanisms as the program scales into new territory
- Drive a mindset shift across AWS organizations about the value of partner led post-sales customer outcomes
- Ensure BVR economics remain compelling enough that partners prioritize AWS engagements, continuously refining the value proposition
- Identify and design opportunities to expand the program into new areas, defining the engagement models and economics for each
Skills
- Bachelor's degree in Computer Science, Engineering, a related field, or equivalent experience
- 5+ years of people management experience
- 10+ years of experience in partner strategy, customer success, partner enablement, or enterprise SaaS/cloud services
- Experience building and scaling new programs or capabilities from zero
- Experience driving cross-organizational alignment and influencing across multiple teams
- Experience managing sales/engagement pipelines, conducting pipeline reviews, and driving forecast accuracy at scale
- Experience engaging with and influencing VP-level and CxO-level stakeholders at partners, customers, and internally
- Demonstrated ability to synthesize complex program data into executive narratives for senior leadership (VP+)
- Experience working with Global System Integrators (GSIs), regional System Integrators (SIs), ISVs, and/or managed service providers
- Willingness to travel up to 25% domestically and internationally as needed
- Experience leading large enterprise transformations with AWS/cloud services
- Experience designing partner incentive models, competency frameworks, or funding programs
- Proven track record implementing value realization frameworks or customer success methodologies at scale
- Experience creating case studies, customer references, or business impact proof points that drive replication
- Experience building and deploying AI agents or automation to scale team operations
- Strong program management and cross-functional leadership experience in ambiguous, emerging-scope environments
- Experience with partner economics and business models including implementation, managed services, and outcome-based engagements
- Ability to make sound judgment calls balancing partner relationships, customer outcomes, and organizational priorities under time pressure
- AWS certifications or equivalent cloud platform knowledge
Benefits
- Sign-on payments
- Restricted stock units (RSUs)
- Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
- 401(k) matching
- Paid time off
- Parental leave
Company Overview
Company H1B Sponsorship